Social media was created with the idea of dialogue in mind, so it’s not surprising that more and more users choose it as the main channel of communication with brands.
According to a study by J.D. Power, 67 percent of consumers have used a company’s social media site for servicing; therefore, having a social customer support strategy is not just a matter of preference, it’s a must.
Successful businesses meet their customers where they are, and there is a very high chance that they are on social media, trying to contact your company.
Nevertheless, social media customer care is oftentimes overlooked and neglected.
Many businesses leave handling complaints on social media to social media managers, which may lead to throwing a client in the “I’ll-pass-you-to-our-customer-service” hell cycle.
There’s nothing inherently bad in letting your social media team manage customer service on social, but they will need some training to be able to manage customer care issues correctly.
The important caveat that makes social customer support stand out is that it is never just that.
Many times it’s happening in the public eye, therefore, your social customer service strategy affects your brand image more than ever.
In that sense, social customer service gives you opportunities for community building and raising brand awareness. And it would be a mistake to miss out on it!
I for one appreciate that you were quick to respond in order to try to right the situation. Take care of our boy Steve!
— Andrus Whitewing (@AndrusWhitewing) March 6, 2019
When the former football star and the hero of ‘Gleason’ documentary Steve Gleason called out Southwest Airlines on the lack of training in dealing with people with disabilities, they responded immediately. Gleason’s followers took notice of their reply.
The process of setting up social support channels involves two stages: preparation and the workflow itself.
In this article, we’ll go through all the steps of building a social…
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